Technology

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent. What a way to develop and use a product, knowing...

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents. The unrealized potential of data has...

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached an important stage of development and is accepted. The first...

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional microphones that contribute to a more productive workplace. Trends like...

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience. No...

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach requires more than a good toolbox. As the market matures,...

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative. But achieving that end result all boils down...

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer service profession. As a veteran myself, and a veterans’ advocate,...

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially in the retail industry, can bring forecasting and scheduling headaches...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline time but being able to notify agents when certain performance...

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for many centers. Yet contact centers face labor markets that are...

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.” Originally written by Mike Campbell, who was a...

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on the album Beatles VI. It became the band’s seventh No....

When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps are Waze, Turbo Tax, Fandango, Delta and USAA—apps that quickly...

Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to talk with CEO Matt McConnell to learn more about the...

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point. Often these programs have offered third-party gym memberships or...

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what...

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than one in three members of the American workforce are millennials,...

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral videos” captured the zeitgeist, and every brand decided they needed...

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the...